- JenniferAsked on March 18, 2015 at 10:10 AM
On Friday, 3/13 my IP Address was blocked due to suspected phishing. I completed the provided form requesting my IP to be white-listed. On Monday, 3/16 I still did not have a response so I completed the same form again (the entire Jotform site was blocked so I had no other means to attempt to resolve my issue). Yesterday (3/17), I submitted the issue via the Support form from a different location. I am now posting another thread and making it public as my last attempt at getting a response.
I have only had the account for a few weeks and I have only been using it for testing purposes. There have been less than 20 test form responses submitted. There is no reason for my IP Address to be flagged for phishing. None of the forms ask for any sensitive information (social security, credit cards, etc.). I am beyond frustrated that this happened and more so that I have gotten absolutely no response to my requests. And, since you do not provide any other form of support (phone, chat, email, etc.), I have no other options to try to get this issue resolved. In searching the forum, I found that this has been an issue for years. The handling of my issue (or lack thereof) is very disappointing since I had determined that Jotform had a great number of features and flexibility that made it the best option to meet our needs. I have even submitted other questions/issues through this same mechanism and gotten a timely response.
I have never run into this type of issue with any other cloud based service. I understand that phishing is a major issue with this type of service. However, to have my account blocked after essentially very little activity and then having the presented method of resolving the issue result in no response is perplexing. I would much rather have it take longer to establish an account to allow time for verification than to have my account suddenly blocked.
I hope that this submission will finally garner a response and that Jotform will redeem itself. Sadly, I'm not particularly optimistic.
- JotForm SupportKiranAnswered on March 18, 2015 at 12:46 PM
Sorry for the delay in our response to your email. Please be noted that this support forum is our primary support. Your questions from this support forum will be answered in a timely manner. Our automated anti-phishing filter might have blocked your IP address. With reference to your email, I have whitelisted your IP and you should be able to login to your account now.
Please let us if you continue to see the issues with the login. We will be happy to look into this further.
- JenniferAnswered on March 18, 2015 at 01:00 PM
Thank you, I see that I can now access your site.
In response to your comment that this support forum is your primary support, then users should be given access to this forum when their IP Address is blocked.
The only mechanism I had for submitting my issue was the form on the landing page that informed me my IP Address was being blocked. I was unable to get to this support forum from my office computer because I was blocked from the rest of the website. If that form is not an effective method of resolving the issue then the user needs to be given the ability to access this support forum even if their IP Address is being blocked. I should not have to go to a different location so that I can obtain a different IP Address and submit my issue via this support forum.
- JotForm SupportKiranAnswered on March 18, 2015 at 02:32 PM
I understand your concern, Jennifer. Apologies for any inconvenience this may have caused you. Usually it doesn't take more than a day to respond on emails based on the traffic to support forum and staffing. The response through emails was delayed since we see a lot of traffic coming in to the support forum with the announcement of new features recently.
Please do not hesitate to get in touch with us if you need any further assistance through this forum. We will be more than happy to help.
Thank you for your patience and understanding.
- LarimerCountyAnswered on September 06, 2016 at 05:36 PM
- JotForm SupportKiranAnswered on September 06, 2016 at 06:56 PM
Your question is moved to a separate thread and shall be addressed there shortly.
- JotForm SupportKiranAnswered on October 28, 2016 at 03:57 PM
Your question is moved to a separate thread and shall be addressed there shortly. Please follow the link below:
- tsmackinnonAnswered on July 04, 2017 at 12:50 AM
- JotForm SupportJohn_BensonAnswered on July 04, 2017 at 01:59 AM
In order for us to assist you properly, I need to move your issue to a new thread. We will be addressing your issue shortly on this thread: https://www.jotform.com/answers/1190507